Whitbread PLC
the UK's largest hotel and restaurant company
Introduction
Whitbread needed a learning solution to support the intensive roll-out of a suite of business critical software applications. The requirement impacted upon 386 outlets and 16,000 employees across the whole of the Brewers Fayre and Brewster brands.
The learning solution had to meet multiple objectives aside from its primary function of delivering training to support the software roll-out. Whitbread identified poor use of information technology and the absence of a learning culture as fundamental in-house problems that the learning solution should help to redress.
Solution
XOR developed a comprehensive training course that was immediately accessible to those who had never used eLearning before, yet also sought to stimulate Whitbread's more experienced computer users.
Course units were structured to provide engaging, ‘bite sized learning' (3-20 minutes), and could be taken in non-linear fashion. Learners were also given access to useful performance support tools such as pop-up "memory aids" and "refresher" sub-modules.
Periodic question and answer sessions were used to test a learner's understanding of specific points. At the end of the course the learner completes a scenario-based evaluation which determines their proficiency.
All learner results were tracked and stored in a Learning Management System, developed by XOR, that interoperated with Crystal Reports (the Whitbread corporate preference).
Outcomes
The training was extremely well received by users and supported the smooth roll-out of business critical software. 100% of learners found the product ‘Helpful' and 95% found it ‘Easy to Use'. Support calls relating to the software application have only ever reached 2.8% of the predicted level. This is estimated to have saved many 100's of hours of support time and incalculable savings in operational down time.
The training also succeeded in embedding the use of information technology and eLearning as part of daily work practice. Consequently, the project became an award winner at the Institute of IT Training because it enabled a step change to occur in one of the UK's major corporations.
"XOR's commitment to the project was commendable. Despite the challenging deadlines and the uncertain initial requirements XOR managed to produce a quality, award winning product that exceeded all expectations."
Malcolm Bland, eLearning Director, Whitbread
